FREQUENTLY ASKED QUESTIONS FAQ's
HOW CAN I PLACE AN ORDER?
Ordering with us couldn’t be simpler. At the click of a button, you can get access to over 11,000 pet care essentials and seasonal goodies for your beloved pet. Simply order using one of the methods below!
Online | www.purelypetsupplies.com
Email | enquiries@purelypetsupplies.com
Telephone | 0115 945 2751
CAN I AMEND MY ORDER?
As we try and get orders out as quickly as possible, we can’t always guarantee we can amend orders. If you have made a mistake with your order, please fill out the Contact Us form clearly stating your name, order number and the changes you wish to make, and one of our Customer Service Advisors will try to assist you where possible.
WHAT IS YOUR ESTIMATED DELIVERY TIME?
All orders are sent on either a Royal Mail delivery service, or a DHL Tracked delivery. Please refer to our Delivery Information to find out more for UK and International purchases.
Please note, ALL orders also incur a processing/despatch time in addition to delivery times. Processing Time is the time it takes for our team to receive your order, allocate, pick, pack and fully process this to the point of dispatch/completion. All orders incur a 1-3 working day despatch/processing time, depending on the products ordered. This is because we run a Psuedo stock system to ensure we can have a wide and varied selection of pet care essentials for every pet owner worldwide, so not all items are stocked in our despatching warehouse.
WHAT ARE YOUR DELIVERY CHARGES?
We calculate delivery based on the total weight of your order. That means postage charges can vary from one order to the next. However, postage starts from only £2.95 for UK small parcels up to 2kg in weight, and from £9.60 for international parcels.
To find out more about our delivery charges, processing and delivery time.s for both UK and International purchases, please click here.
WHY DON'T YOU OFFER FREE DELIVERY?
As we offer the best prices possible on every product in our shop we do not offer free delivery as standard. Many online retailers will increase their product prices accounting for postage within the sale price of their products, enabling them to offer ‘free delivery’. However, to ensure you get the best possible price and value for money when you buy ANY item from our shop we calculate postage separately which allows us to keep our product prices low and not hide the additional shipping fees that all retailers have to pay when posting out parcels.
WHAT SHOULD I DO IF I HAVE A GENERAL QUESTION REGARDING AN ITEM, OR ORDER?
Our team are on hand 5 days a week to make sure everything runs smoothly with your order. If you have a question about your order, item(s) you have purchased, returns, delivery, or anything else, please don’t hesitate to Contact Us. You can also get in touch with us on Social Media! We aim to respond to all enquiries within 2 working days.
I ORDERED WITH ROYAL MAIL 48 DELIVERY. IT'S BEEN MORE THAN TWO DAYS AND MY PARCEL HASN'T ARRIVED YET?
In addition to delivery times stated for orders, all orders also incur a 1-3 day processing time, which is the time it takes for our team to receive your order, allocate, pick, pack and process this to the point of completion when it leaves our warehouse and is on it’s way to you.
Please be aware that we cannot be held responsible for any delays that are caused by our chosen delivery companies.
If you have any queries regarding your order, or item(s) ordered, please don’t hesitate to Contact Us. For more information on Delivery and Despatch Times, please view our Delivery Information
WILL MY PARCEL BE SENT TRACKED?
All customer parcels have their own unique shipment numbers applied to them, from the chosen courier/parcel delivery company in question. This will be provided to you by email when your order has been despatched. This shipment number allows you, and us, to keep an eye on the progress of your parcel, and resolve any issues if required. If you have not received this, first please check your Junk/Spam Folders for your emails. If this still cannot be located, please Contact Us with your Order Number, so we can provide you with your order shipment number(s).
Royal Mail 48®
To assist you when it comes to the delivery of your order, ALL Royal Mail 48® parcels are sent on a barcoded delivery service, providing you, and us, with delivery confirmation upon successful delivery. This delivery confirmation is final, indicated by a parcel scan at the point of delivery, issued from your postman/postwoman. This service does not include a signature on delivery.
DHL Tracked
To assist you when it comes to the delivery of your order, ALL DHL Parcel deliveries are sent on a fully tracked delivery service, providing you, and us, with the location/progress of your parcel from the moment it leaves our warehouse. A signature is also required on delivery (unless a safe location has been specified), with DHL attempting to deliver to your address, or a neighbours’ address. You will also be provided with text or email notifications from DHL regarding delivery, or the status, of your parcel, on the scheduled date of delivery.
I'VE NOT RECEIVED MY PARCEL YET. WHAT NOW?
All orders received incur processing times AND delivery times, as mentioned above. For further details, please view our Delivery Information.
In the unlikely event that you do not receive your order, and we believe your order should have been delivered by the time you make contact with us, we will initiate a parcel investigation with the courier in question. We may also require you to sign a Missing Parcel Disclaimer allowing us to log non-receipt of your parcel, if this differs from the data indicated on the tracking, and provide the courier with the relevant information needed for them to carry out their investigations.
Please note, parcel investigations can take anywhere from 2 working days to 3 weeks to be investigated, and you will need to wait for the outcome. If it is confirmed that the order was delivered, we will not be able to offer a refund. However, if the investigation shows the order has been lost, we will arrange for the relevant refund or replacement of your order (stock dependent). This applies to both Royal Mail and DHL Tracked parcels sent in the UK and Worldwide.
WHAT DO I DO IF MY PARCEL IS MISSING ITEMS?
In the unlikely event that you are missing an item(s) from your order, please Contact Us by email within 2 working days from the recorded date of delivery, stating your Order Number, any missing items you need to notify us about, and any further information that may be relevant to your claim (e.g. if your parcel arrived damaged please provide an image of this, as evidence of the damage incurred while in transit as this could provide a clear explanation for any missing contents).
We operate an extremely efficient dispatching practice, which involves a physical product scan for every item we pack. Once your claim has been received we will begin an internal investigation to check the scan history of your order and item(s). Should this counteract your claim, we will then issue you with a Missing Item Disclaimer to validate your claim, which you will be required to complete, sign and date. This will then be passed on to the courier, together with any additional information provided by you to support your claim, allowing them to begin a further investigation. Please note, it can take up to 3 weeks for this to be investigated, with a resolution, and you will need to wait for the outcome. If the outcome of these investigation(s) supports your claim, a refund or replacement will be provided (stock dependent) by our team to resolve this as quickly as possible for you. Unfortunately we are unable to issue refunds or replacements if these investigations counteract your claim of missing goods.
WHAT IS YOUR RETURN POLICY
With ALL orders, excluding Special Order items (non-returnable/non-refundable), we operate a strict 14-day return policy. Please view our Returns and Refunds information to find out if your item is eligible for return, and how to return your item. Please note, a £1.50 fixed administrative fee applies to all return parcels for the processing of your return and refund, deducted from your final refund.
HOW LONG DOES IT TAKE TO GET A REFUND?
Returns are processed on a daily basis within our office, Monday to Friday 9am till 4.30pm. We aim to process all returns within 48 hours of receiving them back ensuring all the relevant information is within the parcel, resulting in a refund or exchange depending on your request.
Please note, refunds are subject to standard bank clearing times and dependent on the method of payment you have used and to which we have refunded, refunds may take up to 7 working days. Please also note, a £1.50 adminstrative fee applies to all return parcels, deducted from your refund.
To find out more about refunds, our return policy and how to return your item, view our Returns and Refunds information.
